IT/AV Technician in Sheffield

The University of Sheffield Advanced Manufacturing Research Centre (consisting of AMRC and AMRC Training Centre) are seeking a highly technical, hardworking, and proactive IT/AV Technician to join our well-regarded IT support team. Our new IT/AV Technician will provide second line IT and AV Support and advice to a diverse user base via our helpdesk tool (Topdesk), phone, self-service, email, chat and face-to-face.

You will join our 8 person second line team, providing a responsive and friendly technical support service to all AMRC staff - including remote support to our larger sites in Wales, Preston and Derby. Working across the IT team you will raise and progress issues and build your awareness of the team's activities, processes and skills whilst escalating where necessary. You will also specify and procure a wide variety of standard and specialist IT hardware, software and services for the IT team and wider business.

Main duties and responsibilities:

• Handle a range of queries in person, via remote sessions, telephone and email for all IT and AV systems.
• Represent the IT support team in discussions with customers regarding potential work, focusing on timely resolution to problems whilst promoting good IT working practices.
• Prioritise own workload, especially queries that have significant business impact.
• Escalate complex technical issues to specialists locally or at the University as appropriate.
• Use, monitor, and assist with the maintenance of a variety of general and specialist IT equipment, software and services.
• Understand the complexities of AV and conferencing technologies whilst supporting use with both internal and external stakeholders.
• Contribute to the technical and security maintenance of devices (laptops, desktops, tablets, mobile phones and peripherals) and asset management through various platforms.
• Facilitate the regular IT support ‘drop in sessions’ the team run in buildings across the group.
• Carry out the procurement of new and replacement IT equipment, software and services.
• Support the secure use and maintenance of the organisation’s Windows and Linux estate.
• Contribute as required to high priority tasks, incidents or projects - be flexible in covering first and second line duties as directed by your line manager.
• Stay updated with emerging technologies, tools, and best practices in the field of IT Support through self-learning and training opportunities.
• Conduct user handovers and limited one-to-one training on new and existing equipment.
• Carry out all duties with an understanding of AMRC, University of Sheffield and industry governance, architectural and information security best practices and frameworks.
• Establish good relationships across IT, Architecture, Digital and University IT Services.
• Support the IT team as necessary with updates and maintenance of existing IT platforms or the introduction of new technologies.
• Travel may be required to support AMRC sites across the UK; a full driving licence is essential for this role.
• Carry out other duties, commensurate with the grade and remit of the post.

Person Specification:

• Experience of working in a team providing an effective and efficient IT Support service in a busy customer focused environment.
• Experience providing 1st and 2nd line Technical Support within a large complex organisation.
• Supporting knowledge of Microsoft Windows, MacOS, Android, iOS, Linux and other OS’s for client deployment, imaging, fault finding and fault resolution.
• An up-to-date knowledge of the apps and services of Microsoft 365 and Google Workspace.
• Good working knowledge of meeting and conference technologies, along with audio-visual installations of a complex nature or at high profile events.
• A solid understanding of software patch management and cyber security principles.
• Ability to analyse and solve problems with an appreciation of longer term implications.
• Effective customer service and communication skills, both written and verbal.
• Experience working with an incident Management tool, such as TOPdesk.
• Working knowledge of market leading Mobile Device and Endpoint Management technologies.
• Experience of developing and maintaining a network of contacts, particularly contributing to related communities of practice.

Further Information:

• Grade 5
• Work arrangement: Full-time, 35h - Open-ended – Hybrid - Flexible options considered.
• This role does not meet the criteria for Skilled Worker sponsorship under the UK Visa & Immigration points-based system.
• A minimum of 38 days annual leave including bank holiday and closure days (pro rata) with the ability to purchase more.
• Flexible working opportunities, including hybrid working for some roles.
• A wide range of discounts and rewards on shopping, eating out and travel.
• A variety of staff networks, providing opportunities for social interaction, peer support and personal development.
• Recognition Awards to reward staff who go above and beyond in their role.
• A commitment to your development access to learning and mentoring schemes.
• A range of generous family-friendly policies.

We are a Disability Confident Employer. If you have a disability and meet the essential criteria for this job you will be invited to take part in the next stage of the selection process.